Configure the AI chatbot in SkedX Flow to handle conversations, qualify leads, and hand off to human agents.
SkedX Flow's AI Agent is an intelligent chatbot that handles customer conversations across all channels. It can answer FAQs, qualify leads, book appointments, and hand off complex queries to human agents — all while maintaining a natural conversational tone.
Creating an AI agent
Navigate to Flow > AI Agent and click Create Agent. Give your agent a name, avatar, and personality description (e.g., "friendly and professional"). Choose the channels where the agent will be active: WhatsApp, Instagram, web chat, or all channels.
Training the agent
Train your AI Agent using three methods:
- Knowledge Base — Upload documents (PDFs, text files, web pages) that contain your product information, pricing, policies, and FAQs. The agent uses this content to answer questions accurately
- Conversation Flows — Design structured conversation paths for common scenarios like lead qualification, appointment booking, and order tracking
- Example Conversations — Provide sample conversations showing how questions should be answered. The agent learns your brand voice and preferred responses
Lead qualification
Configure the agent to qualify leads by asking a series of questions: budget, timeline, company size, and specific requirements. Qualified leads are automatically created in SkedX CRM with all captured information. The qualification criteria and scoring thresholds are fully customizable.
Human handoff
Define handoff triggers that route conversations to human agents:
- Customer explicitly requests a human agent
- AI confidence drops below a configurable threshold
- Conversation involves sensitive topics (billing disputes, complaints)
- Lead meets high-value qualification criteria
During handoff, the human agent receives the full conversation history and a summary of the AI's assessment. The transition is seamless — the customer continues in the same chat thread.
Analytics
Monitor AI Agent performance through the analytics dashboard: conversations handled, resolution rate, average handle time, handoff rate, and customer satisfaction. Identify common questions the agent cannot answer and add them to the knowledge base for continuous improvement.
